Classic Southeast Texas

After further investigation is a response from [redacted], Fixed Operations Manager for Classic Southeast Texas.

I contacted Mrs. [redacted] and discussed her issues. After investigation the component has been ordered for her vehicle. We apologize for the confusion and any inconvenience caused to Mrs. [redacted] will contact her when the part arrives. There will be no cost to Mrs. [redacted]s.I have also...

given her my contact number in the event she needs assistance.[redacted]

The [redacted] vehicle was towed to Classic on 10/3/2016 - The customer had called ahead and spoke to a service consultant and priced an engine replacement because the shop that it was originally towed to said the engine was seized.  The tech did recommend a replacement engine because of the...

warranty being out on the original engine, the customer authorized the engine replacement.  The work was performed and it was not until after the engine was installed that the customer starting asking about assistance.  The [redacted] had spoken to the service manager about warranty assistance, after the service manager explained the situation, warranty goodwill repair assistance could not be performed because of the timeline of the customer and because of the progress that had already been completed on the vehicle.  The only assistance that could be given was an Owner Loyalty Certificate in the amount of $2000 was offered by GM.  The customer continued to call and contacted General Motors Assistance Center inquiring about assistance and the $2000 Owner Loyalty Certificate was again offered, on 11/16/2016.  The customer declined the $2000 certificate and asked the Customer Assistance Center (on 12/8/2016) if she could get an Owners Loyalty Certificate for $4000 and that was declined.  GM’s only offer was a $2000 certificate.  The other information and document the customer is referring to applies only to a vehicle that is still covered under warranty, the [redacted] Traverse was out of warranty at the time of repair.  Classic has done what it could to assist Mrs. [redacted] but have been unable to meet her expectations.  All the other items that Mrs. [redacted] is referring to could not be determined before the engine was installed, the vehicle came to Classic in a non-running condition.  Additional consideration was given to the customer and I have attempted on multiple occasions to seek more assistance than GM was offering.  Classic is not responsible for any costs incurred by the customer due to a vehicle break down and we followed all repair procedures that are in place for a non-warrantable condition, nor is Classic responsible for reimbursement of the engine replacement. In summary:  Goodwill assistance must be established and authorized by GM prior to the start of the repair, not after.